It's always worthwhile for Instructors and their course participants to mark our mhfa@mhfa.com.au address as a safe sender on a preferred email provider.
When an email is from a workplace and not a personal address, that employer needs to whitelist our email address. This will ensure our messages get through.
Please reach out to your relevant employer technical support before reaching out to MFHA in these examples if issues persist. The below assistance steps can also be completed by both you and/or your employer.
Check Email Rules: Review your email client's rules or filters to ensure there are no unintentional settings affecting this sender. Look for rules that may move emails to the "deleted" folder based on certain criteria.
Spam or Junk Folder: Examine your spam or junk mail settings. Some email clients have aggressive spam filters that may override individual contact settings. Adjust the spam settings to whitelist or mark as "not spam" for the specific sender.
Server-Side Filtering: Log in to your email account via a web browser and check server-side filtering settings. Some email providers implement filters at the server level, independent of your client. Ensure there are no server-side rules impacting the sender.
Contact and Trusted Sender Settings: Confirm that the sender is indeed marked as a contact and a trusted sender. Sometimes, the sender's information might not be properly saved, or there might be an issue with the contact/trusted sender list.
Alternate Email Clients: Test the issue using a different email client or webmail interface. This helps determine if the problem is specific to your current email client or if it's a server-side issue.
Check Other Folders: Explore other folders or labels in your email client. Emails might be inadvertently sorted into folders other than the "deleted" folder. Look for patterns in how the emails are being organised.
Review App Permissions: If you're using a third-party email app, review its permissions and settings. Ensure the app has the necessary permissions to manage and organise emails without interference.
Update Email Client: Ensure your email client is up-to-date. Sometimes, issues like these are resolved through software updates that address bugs or glitches.
Contact Support: If the issue persists, reach out to your email service provider's support. They can investigate server logs and provide specific guidance based on their platform.
Participants are to also clear their cache, cookies and browsing history on their chosen internet browser to see if this corrects issues. These steps are especially important if you are having issues within your Instructor Portal relating to display and functionality.
These general troubleshooting tips are also to be followed by your course participants before contacting MFHA.
If these steps haven't corrected outstanding issues, please contact us with as much included detail as possible on the current technical error with included screenshots where applicable, so we can work with our technical support team.